Merchant guide
Learn onboarding, operations, redemption, and settlement workflows.
Voucher redemption operations
Frontline redemption SOP for staff.
Standard redemption SOP
- Ask customer to open the voucher QR in app.
- Scan QR from merchant scan interface.
- Confirm status updates to redeemed.
Avoiding errors
- Verify customer and voucher details before confirming.
- Do not manually override successful redemptions without audit notes.
- Retry scan after refreshing both devices if sync appears delayed.
Escalation protocol
- Capture order reference and timestamp.
- Ask user to keep voucher screen open.
- Report issue with evidence to support channel.
Screenshot suggestion: scan screen, redemption success message, failed scan retry state.